Edit headlines, copy, and survey elements on your Brightback Page
Let your brand voice speak up with custom copy on your Headline, Upper Nevermind, and Lower Nevermind.
The Headline is the line of text just below the logo on the Brightback Page. It's your first shot at saving your customer, by meeting them with a personalized message.
The Headline can be personalized with the following variables, pulled in by the Brightback Installation Code:
- Lifetime Value
- First Purchase Date
- Organization Name
- Owner Email
- Owner First Name
The Upper Nevermind is the button below the Loss Aversion Cards that offers the customer an immediate opportunity to turn back while it's not too late by navigating them away from the Brightback Page.
When Loss Aversion Cards are optimized for your business, we've seen a 10% deflection rate at the Upper Nevermind button alone.
The Lower Nevermind is a Checkbox item at the close of the Brightback Page confirming the customer fully understands the loss that comes with canceling their account.
Setting up a Vanity URL
When your customer hits Cancel or Downgrade, we redirect customers to a page hosted on Brightback, but you can make it looks and feel like the customer is never leaving your site or app by setting up a custom domain using a CNAME.
Send us the custom domain you'd like to use for your cancel or downgrade page, like cancel.yourcompany.com, and we'll apply it to your account on the backend, but we'll need a little bit of lightweight lifting from your end too! Check out this guide to set up a custom domain by using a CNAME.
The Brightback Page includes a few different exit survey options, each adding different value to the Brightback Page and insights collected in Brightback Reports. The different surveys include:
- The Reason Survey
- Competitor Pulse
- Return Likelihood Survey
The Reason Survey
The Reason Survey is made of up Reasons that your customer selects for why they want to cancel or downgrade. We’ve split out Reasons into 7 tried and true compression Categories: Product, Needs, Pricing, Execution, Customer Experience, Company reasons, or Delivery issues for eCommerce subscription services. Learn about Reasons and Categories in greater detail here: Brightback Categories and Reasons.
Define Reasons within each category that make sense for your business. Reasons are the customer facing choice for why they choose to cancel or downgrade, and are based on Categories, but customized for the business. Results are reflected on the Reasons Report.
Comments can unearth negative support experiences, technical hiccups, product feedback, or feature requests that might otherwise fly under the radar. Using Zapier, create support tickets for tracking and follow up. You can find all Comments under Comments in the Customer Reports and Trends Report Drilldowns.